One in ten customers who have a negative customer service experience vow to never shop with that company again, and one in six goes so far as to say that they would prefer to visit the dentist over talking to a customer service agent, according to a study released Tuesday by CorvisaCloud.
It can be argued that customer service is just as important as technology when it comes to running a successful web hosting business, and the study of 1,000 US consumers, conducted by Zogby Analytics, could give web hosts a sense of the major frustrations and pain points when customers call a support organization.
Specifically, 20 percent of consumers report to be most aggravated about having to repeat the same information to multiple customer service reps on the same call, while 31 percent of respondents wait up to five minutes before they hang up the phone.
When they receive a negative customer service experience, one-third of consumers complain or ask to speak to a manager, which can cost the company money.
The good news is, when customers have a good experience, 14 percent of consumers refer friends and family to the service. Word-of-mouth marketing is still one of the great tools available to hosting providers, and providing a good customer experience certainly helps.
Of course, CorvisaCloud suggests its Cloud Contact Center platform as a way to improve customer service, and is introducing a series of updates on Tuesday to the platform, including integrated cloud-based PBX functionality.